To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer.
Get this paper to access complete survey results for EMEA and to gain key insights including:
Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions
Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide
Drivers, benefits and challenges for adopting cloud contact centre technology

Midsized firms operate in the same hypercompetitive, digital environment as large enterprises—but with fewer technical and budget resources to draw from. That’s why it is essential for IT leaders to leverage best-practice processes and models that can help them support strategic business goals such as agility, innovation, speed-tomarket, and always-on business operations. A hybrid IT implementation can provide the infrastructure flexibility to support the next generation of high-performance, data-intensive applications. A hybrid foundation can also facilitate new, collaborative processes that bring together IT and business stakeholders.

For midsize firms around the world with 100 to 999 employees, advanced technology plays an increasingly important role in business success. Companies have been adding cloud resources to supplement on-premise server, storage, and networking capabilities. At the same time, growth of mobile and remote workers is also changing how companies need to support workers to allow them to be as productive as possible. Like larger companies, midsize firms must make sure that they are effectively coordinating on-premise, public cloud, and private cloud capabilities. Unlike large companies, though, midsize firms are limited in both financial and technical resources to design and coordinate effective solutions to meet specific needs. Rather than invest in a major overhaul of their IT environments, midsize firms have to move incrementally, supplementing current resources with new cloud and on-premise capabilities that provide the performance needed to prosper in an increasingly competitive environment.

Apps are taking over -- app usage represents more than 85% of total device time. But the app space is extremely competitive, and 20% of downloaded apps are opened just once.
So, how do you separate your app from the pack? Performance is a key way.
Download this infographic to learn how to overcome the complexity of app environments to deliver fast, engaging app experiences that count.

Disruptors now harness the power of digital to create new sources of
value that reduce costs, improve the customer experience, and scale
their offerings. Digital disruptors also enjoy a decided innovation
advantage over established companies: they are better able to
identify new opportunities, and move faster to take advantage of
them.
In this intensely competitive environment, startups and agile firms are overturning incumbents with digital business models, products, and services.

Within today’s competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86% of decision-makers rank their customers’ experience as one of the top strategic priorities, and that 68% want to be customer service leaders in their industry. How does today’s customer support organization manage to respond? The answer lies in building a better support desk that will let you do more with less without sacrificing on support quality or end-user satisfaction. Wondering where to start? You may want to read these five tips.

In today’s competitive market, you understand the importance of delivering outstanding customer experience while improving service desk productivity and keeping costs low. Remote support solutions enable you to meet these objectives by allowing agents to connect to remote devices and computers, pull system diagnostics and push configurations to deliver personalized hands-on support. With these solutions, you no longer have to walk novice users through detailed recovery procedures or complex settings.
This white paper details how remote support solutions enable your organization to increase customer satisfaction, reduce costs by improving productivity, improve support metrics, and solve complex problems in a highly secure environment.

Digital transformation has become a business imperative as most aspects of economic engagement have become digital. Around the globe, businesses and government agencies are re-engineering their technology infrastructures to keep pace with customer demands, spur innovation and stay competitive in an ever-evolving digital economy.
A recent PwC survey noted that 45 percent of business and IT executives across 51 countries identified growing revenue via digital transformation as a top priority1. Success in this fast-paced digital landscape requires businesses to transform their IT infrastructures to achieve new levels of flexibility and responsiveness. At the same time, business leaders must find a balance between funding core aspects of the business while investing in new business and technology innovations needed to compete in today’s dynamic environment.
Hyper-Converged Infrastructure (HCI) systems bundle multiple technology components together into single systems, enabling IT departmen

Combining the right people, hardware, and
software to ensure quality everywhere
Quality and reliability matter more than ever. In today’s
hypercompetitive environment, companies can’t afford to lag
behind when it comes to the quality of their products. And
management can’t lag behind when it comes to adopting new
tools and technologies to ensure quality everywhere.
Over the past two decades, 3D scanning has become a crucial
tool in many manufacturers’ measurement and inspection
arsenals. It’s an effective metrology technique that is trusted
for its accuracy, reliability, speed, and ease of use. Its noncontact nature and exceptional flexibility make it ideal for
measuring a wide range of parts in a wide range of places.
An effective approach to 3D scanning requires matching the
right people with the right hardware and the right software
to best meet your company’s measurement needs.
This eBook will help you determine if 3D scanning is right
for your inspection needs, and if it is, how b

Businesses are battling immense competitive pressures. In order to succeed—or even survive—they must rapidly adapt to constantly changing environments, in every industry and sector.
What does this mean for IT leaders? Transformation, on all fronts.
Download this whitepaper to find out the benefits of Cisco ASAP Data Center Architecture.

Cloud has become a crucial foundation for digital transformation (DX) initiatives and is shaping the IT strategy of enterprises today. Companies are extending their IT infrastructure into the cloud for running business-critical applications, developing new applications, and delivering new cloud-based services. Applications are the lifeblood of modern enterprises. They are the foundation on which businesses maintain their existing revenue streams while examining ways to create new ones. A sound application strategy is a must for frms to be successful in expanding their competitive differentiation in the digital economy. Operating systems (OSs) provide a common foundational layer that enables IT to run current and new generations of applications in traditional IT environments, on its own private cloud, and in public clouds and utilize a variety of computing options such
as bare metal, virtualization, and containerization. The increased reliance of IT on the cloud has accelerated the

In today's competitive retail environment, customers want to interact with your business through different channels. On the front end online, mobile and in-store experiences are all important, and all have to tell the same story about what’s new, in-stock and what’s on sale if you want to build satisfaction and loyalty to your brand.

The physician liaison position is a relatively new one for most health systems, but individuals hired as physician liaisons are being held accountable for facilitating impactful, fast change. Where marketing drives incremental revenues by targeting patients and consumers (non-patients), physician liaisons drive incremental revenues by cultivating relationships with physicians and improving referral behavior.

In competitive business environments, speed is a key differentiator. IT organizations worldwide have realized significant value in transitioning from traditional disk to flash-based storage architectures, paving the path to making businesses more responsive and ultimately more competitive. Learn how to transform traditional IT with high-speed data delivery while reducing the costs and risks.

Mergers and acquisitions are a fact of life in today's highly competitive global business environment. Unfortunately, up to one third of mergers fail within five years, and as many as 80 percent never live up to their full potential. A great deal of evidence indicates that the ultimate success of mergers and the amount of time it takes to get them on track is determined by how well the cultural aspects of the transition are managed.

It doesn’t matter whether you’re new to Oracle Retail, have an active implementation project that is running or have an existing deployment in production. The same issue applies: You are making a significant investment in the technology and need to develop a reliable and efficient batch schedule.
If you’re new to Oracle Retail, you are no doubt embarking on a major project to improve your competitive position in the retail market. With that in mind, your goals will be to shrink the time-to-market for your retail implementation, lower the reliability risks associated with in-house developed solutions and improve the visibility and control of retail business processes.
In this eBook you will discover a series of recommendations for operating a fail-safe and efficient Oracle Retail operational environment. You will also understand how automation enables you to streamline the execution of your Oracle Retail batch operations and increase the day-to-day efficiency of your operations teams.

The SD-WAN market is growing fast, but so is competition. In such a competitive environment, SD-WAN vendors need to offer products with unique features and capabilities in order to stand out. Real-time application visibility powered by deep packet inspection (DPI) software can be the decisive element in achieving them.
This whitepaper highlights the key value of DPI software, which is enabling advanced SD-WAN analytics and security features.

We live in the age of the consumer.
Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey.
To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.

Employers are placing substantial value on the role of foreign nationals within their organizations — investing considerable time and money in order to bridge the skills gap and remain competitive
in today’s global environment, according to the VISANOW Immigration Trends 2016 survey.

Gone are the days when your physician liaisons called on physicians to discuss referrals and recruit physicians armed with only the “word on the street.” In fact, if your institution is doing this, you can be sure that any competitor is winning the referrals with the help of market intelligence. Download this eBook to get the secrets to unlocking physician liaison ROI and grow market share in this hyper-competitive environment.

To stay relevant in today’s competitive, digitally disruptive market, and to stay ahead of your competition, you have to do more than just store, extract, and analyze your data — you have to draw the true business value out of it. Fail to evolve, and your organization might be left behind as companies ramp up and speed up their competitive, decision-making environments. This means deploying cost-effective, energy-efficient solutions that allow you to quickly mine and analyze your data for valuable information, patterns, and trends, which in turn can enable you to make faster ad-hoc decisions, reduce risk, and drive innovation.

Today all businesses battle with unprecedented competitive pressures. In order to succeed—or even survive—
they must rapidly adapt to constantly changing environments, in every industry and sector. What does this
mean for IT leaders? Transformation, on all fronts.
The very factors driving digital transformation in businesses are also pressuring IT organizations to transform.
Customer expectations have increased. Companies live and die by the applications they provide to their customers
and employees. A smartphone is the modern bank branch. The palm of your hand is replacing traditional brick-and-mortar
stores. Access without delay or interruption, 24/7, is the new normal. If they can’t get what they want, when
they want it, customers go elsewhere.